Date: July 14 to 15, 2014
Venue: Lovely Professional University, Phagwara
Background & Rationale
Workshop on ‘Customer Service Excellence’, a Corporate Training Program was organised at Lovely Professional University for staff members of ESS ESS ENTERPRISES. Dr. Rajesh Verma, Professor and Mr. Rahul Sharma, Assistant Professor, Lovely Professional University were the key facilitators.
The schedule carried a multi pronged approach that included inputs, group discussions, Audio Video based and situational analysis, Role Plays and presentations by the participants.
The Focus pointers were:
- Context Setting: Customer is the Driving Force Why Customers Leave
- The Customer Focus Factors-Attract, Retain, Serve and Use for referrals
- Construct Your argument: Purpose, Audience, Message (PAM)
- Selling Ideas: Logic, Emotion and Credibility
- The Rule of 3
- Customer Satisfaction to Customer’s Delight
The program received active participation of staff members from ESS ESS ENTERPRISES. The participants were appreciative of the gesture shown by the University in terms of choice of Subject Matter Experts, appropriate learning environment, venue setting, infrastructure, study tours and content delivery. They were also impressed by the subject expertise of the resource persons. The participants observed that the program was outcome oriented and gave them new insights on the topic. It was crafted to meet the training needs stated by the client. LPU-HRDC is committed to provide tailor made Professional Development Programs for the corporate sector. These training programs also help in strengthening industry-academia.